Zendesk License and Support

NHS Resolution intends to directly award a contract for the continued provision of its existing service desk platform.

The current service desk platform supports critical operational services across NHS Resolution's Digital, Data and Technology, Business Intelligence and Human Resources functions and is embedded within established operational processes, workflows, reporting arrangements and support services.

NHS Resolution is currently completing a significant programme of business and technology transformation, including the implementation and stabilisation of a new enterprise case management system and associated business applications. The existing service desk platform forms an integral component of the support arrangements for these systems and associated business processes.

NHS Resolution has concluded that, due to technical reasons, only the incumbent supplier can provide the existing service required. The current platform is embedded within NHS Resolution's operating environment and supports established workflows, configurations, data structures and operational processes.

Whilst alternative service desk products are available within the wider market, their adoption would require NHS Resolution to undertake the procurement, implementation and migration of a replacement platform, including data migration, workflow redesign, configuration, systems integration, testing, user training and associated business change activities. NHS Resolution considers that such solutions do not represent reasonable alternatives to the continued provision of the existing service in the current circumstances.

The proposed contract will be awarded for an initial period of 12 months, with an option to extend for a further 12 months if required. The duration has been selected to provide sufficient time for NHS Resolution to complete the stabilisation of its recently implemented systems, undertake a review of future service requirements, conduct a competitive procurement process and implement any replacement solution. The arrangement is therefore intended as a temporary measure to maintain continuity of a critical operational service whilst longer-term arrangements are established.

NHS Resolution therefore considers that the circumstances for direct award are met and that the proposed contract represents a proportionate and time-limited arrangement pending future competition